CSM Practice

JULY 6, 2020

To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance. On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 3. Bundles.

SaaS 71

SaaS Upselling Accountability Sales 71

CustomerSuccessBox

JANUARY 18, 2022

You may even need to not forget a consumer’s growth capability whilst assigning them to a phase – it may not make sense to position a small commercial enterprise into your “SMB” phase in the event that they display a very high growth factor. It’s probably that 40%-50% of your overall quantity of clients will fall into your SMB phase.

Self service 52

Self service Enterprise Analytics Technical Support 52

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . He’s used the concept successfully at SAP , an enterprise ERP software company with 95,000 employees. and potential value (upsell, cross sell and license expansion) to your company.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Amity

JULY 25, 2016

Let your Technical Support Specialists handle actual technical issues. I have seen many organizations moving more toward hiring Customer Success Associates to oversee small and medium size accounts and the more experienced Customer Success Manager’s focused on Enterprise level accounts.

Technical Support 59

Technical Support Upselling Accountability SaaS 59

SmartKarrot

SEPTEMBER 19, 2022

Apply here: [link] Role: Customer Success Manager Location: New York, NY, US Organization: HiBob As a Customer Success Manager, you will implement the onboarding of each of your clients (Mid-market and enterprise). Manage a portfolio of accounts with a focus on renewals and upsells conversations.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

FEBRUARY 21, 2023

Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. commercial expertise in upselling and/or renewals. Enterprise SaaS/cloud software customer success positions require a minimum of seven years of progressive experience. Create scalable and effective delivery processes.

Upselling 19

Upselling Technical Support SaaS Consulting 19

Amity

MARCH 3, 2014

Let your Technical Support Specialists handle actual technical issues. I have seen many organizations moving more toward hiring Customer Success Associates to oversee small and medium size accounts and the more experienced Customer Success Manager’s focused on Enterprise level accounts.

Technical Support 57

Technical Support SaaS Upselling Accountability 57

SmartKarrot

FEBRUARY 8, 2021

Identify and achieve targets on renewal rates, customer satisfaction, expansions, upsells, and new opportunities in assigned accounts. Actively manage the success of a portfolio of assigned InfluxData Enterprise customers, with the end goal of reducing churn and driving expansion. Customers will look to you for advice and expertise.

Consulting 10

Consulting Consulting Upselling Customer advocacy 10

Netomi

FEBRUARY 28, 2022

Dione has more than 25 years of experience in enterprise IT, ranging from start-ups to high growth public companies. It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”. Connect with Cynthia. Dione Hedgpeth – Chief Customer Officer, Sumo Logic.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

DECEMBER 2, 2020

Optimize cross-functional team communication to impact onboarding, engagement, renewal, and upsell outcomes. Also, partner with the Account Management team to successfully set up renewal and upsell opportunities. Your role is a sales and client relationship role, not a technical support role.

Upselling 10

Upselling Best practices Enterprise Technical Support 10

SmartKarrot

FEBRUARY 17, 2021

Manage a team of technical account managers (TAM) responsible for ensuring the technical goals of customers are met. Establish a relationship with key ecosystem partners and build joint upsell opportunities. Provides feedback for technical selling tactics and strategies for the broader team.

Enterprise 10

Enterprise Technical Support Finance Upselling 10

SmartKarrot

FEBRUARY 22, 2021

Role: Director of Customer Experience Location: Charlotte, NC, US Organization: Ekos As a Director of Customer Experience, you will oversee a world-class customer lifecycle and all aspects of client health including onboarding, support, value realization, and contract renewal, while spearheading further adoption of Ekos services for the customers.

Upselling 10

Upselling Technical Support APIs Accountability 10

Amity

JANUARY 30, 2019

A core pillar in most organizations is technical support and it’s important to evaluate what model is best for your organization. Do you have cross-sell or upsell opportunities with your product? Does your product tend to be part of a larger ecosystem with enterprise customers? Account Management / CS Sales.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

JUNE 29, 2020

Make customers successful by demonstrating the value of our analytics to support their evolving critical business needs. Provide applications and infrastructure support to the growing client base. Develop a full understanding of their customer health and find the ideal onboarding process as well as identify upsell opportunities.

Technical Support 10

Technical Support Finance Upselling Accountability 10

SmartKarrot

APRIL 17, 2023

For example, a software company uses an AI-powered voice assistant to provide real-time updates on product development to its enterprise customers, resulting in faster issue resolution and improved customer retention. They can be used for a range of tasks, including customer service, sales, and technical support.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

NobelBiz

JULY 10, 2023

They can alert agents about the customer’s previous concerns, their preferences, and potential upsell opportunities. Harvard Business Review reports that companies across all industries are putting personalization at the center of their enterprise strategies.

Contact Center 40

Contact Center Call Center Interactive Voice Response Analytics 40

SmartKarrot

JANUARY 4, 2021

Apply here: [link] Role: Enterprise Customer Success Manager Location: Melbourne, Victoria, Australia Organization: Jenkin Beattie Pty Ltd As a Customer Success Manager, you will be developing and managing key accounts achieving mutual goals whilst seeking growth within each account. Onboard and train new customers on the solution.

Technical Support 10

Technical Support Education Accountability Upselling 10

SmartKarrot

MARCH 8, 2022

Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy. Bhavika Kochhar. She has over six years of experience in the Customer Success Industry.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

MARCH 14, 2022

Analyze client behavior in order to develop workflows to successfully address high-risk behavior as well as potential upsell behavior. Evaluate and potentially implement improvements to the escalation processes for customer support issues. Drive customer advocacy in the form of case studies, testimonials, and referrals.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

CSM Practice

JANUARY 1, 2017

We engaged Noy Bar from HP Enterprise (HPE) and Anna Connell from Proofpoint in exclusive interviews on this topic. Finally, in my opinion, if you have a TAM (or a higher level of dedicated technical support) you should charge for it. They should upsell seats and service levels.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

JUNE 5, 2020

These individuals are the key players for guiding the customer through their renewal or upselling decisions. And for upselling they have to show how much more can be achieved if the customer decides to switch from a basic to advanced plan. Technical Support. Technical support is a crucial role in a customer success team.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10